Help Desk Technician (IT)

The Help Desk Technician is a single, hands-on IT support role responsible for the full range of front-line and advanced technical support across the company. This position handles everything from day-to-day user issues to Active Directory management, server support, and networking tasks in a defense-contracting environment. The technician supports end users at all company sites, assists with the company's cybersecurity compliance efforts, and serves as the go-to resource for resolving both routine and complex technical problems., · Serve as the primary point of contact for end-user technical support (phone, email, ticketing system).

· Troubleshoot and resolve hardware, software, printer, and connectivity issues, from routine requests to advanced problems.

· Set up, configure, and deploy laptops, desktops, and peripherals.

· Administer Microsoft 365 applications and services for end users.

· Manage Active Directory / Entra ID accounts, groups, and permissions; execute user onboarding and offboarding.

· Assist with server maintenance, backups, patching, and monitoring.

· Troubleshoot network connectivity issues and support switches, VPNs, and wireless infrastructure; coordinate with vendors and ISPs as needed.

· Provide hands-on and remote support to users across all company sites.

· Apply and help maintain security controls in line with CMMC / NIST SP 800-171 requirements.

· Assist in gathering and documenting compliance evidence, including access reviews and asset inventory.

· Log, track, and document tickets, resolutions, asset inventory, and procedures accurately.

· Follow all company security policies when handling systems and data.

· Associate's degree in Information Technology, Computer Science, or a related field (Bachelor's degree strongly preferred). Equivalent combination of 5+ years of progressive, relevant IT experience may be substituted for the formal degree requirement.

· Minimum of three (3) years of hands-on IT help desk or technical support experience, with demonstrated ability to independently diagnose and resolve complex tier-2 technical issues.

· Proven proficiency administering Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive, Intune), managing Active Directory / Microsoft Entra ID user accounts, groups, and permissions, and executing user onboarding/offboarding processes.

· Strong practical experience troubleshooting and supporting Windows 10/11 endpoints, printers, peripherals, network connectivity (LAN/WAN, VPN, wireless), and basic server administration (backups, patching, monitoring).

· Current CompTIA A+ and CompTIA Network+ certifications (or demonstrated equivalent expertise).

· Eligibility to obtain and maintain any required U.S. Department of Defense security clearance or Common Access Card (CAC) necessary to support government contracts.

Preferred Qualifications & Training

· Bachelor's degree in Information Technology, Cybersecurity, Computer Science, or a related field.

· CompTIA Security+, Microsoft Security certifications (e.g., SC-900), or other relevant cybersecurity credentials.

· ITIL 4 Foundation certification or formal experience with IT service management frameworks and ticketing best practices.

· Direct prior experience supporting IT operations in a defense contracting, government contracting, or other regulated/compliance-heavy environment (familiarity with CMMC, NIST SP 800-171, or DFARS requirements is highly valued).

· Experience with enterprise ticketing systems, IT asset/inventory management tools, remote support platforms, and supporting users across multiple geographic sites.

· Additional Microsoft certifications such as MD-102 (Endpoint Administrator) or Azure Fundamentals.

Additional Requirements

· U.S. citizenship or permanent resident status with eligibility for required security credentials.

· Valid driver's license and willingness to travel occasionally (estimated 5-15%) to company facilities in Florida (Tampa Bay area), Texas (Marshall), and Missouri for hands-on and project support.

· Excellent verbal and written communication skills with a strong customer-service orientation; ability to explain technical concepts clearly to non-technical users.

· High attention to detail in ticket documentation, asset tracking, compliance evidence gathering, and adherence to company security policies and procedures.

· Commitment to continuous professional development, including maintaining current certifications and staying current with Microsoft 365, cybersecurity, and defense contracting IT requirements., * Help Desk: 3 years (Required)

1.61.6 out of 5 stars Grain Valley, MO 64029 Hybrid work $55,000 - $78,000 a year - Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Ultra Defense Corp (UDC) operates as a prime contractor, subcontractor, and manufacturer for major global companies, the US Government, and its Allies. UDC owns and operates three federally licensed facilities that manufacture destructive devices, weapons, and ammunition. These facilities design, test, and manufacture small, medium, and large caliber ammunition for retail, commercial, and government customers.